All Teradata Vantage subscriptions include Premier Cloud Support. It provides integrated maintenance and support services, including flexible coverage hours and response times, unlimited access to the Console (https://console.vantage.teradata.com) and Service Portal (https://support.teradatacloud.com), downloadable software, knowledge base searching, communities and forums, and other valuable features.
Premier Cloud Support includes the following response times by severity:
|S1 – Critical||S2 – Significant||S3 – Minor||S4 – Low|
|Incidents||24 x 7||9 a.m. – 8 p.m.1|
|Incident Acknowledgement||2 hours||2 hours1||Next business day2|
|Customer Status Updates||Every hour||Every 6 hours1||Daily1||Weekly|
1 Same business day: Monday – Friday (Customer's local time zone)
2 Next business day example: If a customer opens an S3 or S4 incident after 8 p.m. on Friday, Teradata staff will respond after 9 a.m. on Monday.
Critical S1 incidents are for production servers only. Offline development systems are rated as S2 incidents.